It’s the last week of the month, and after a relaxing, Sunny weekend (at least in Sheffield!) it’s back to work today… and a return to the wet weather that’s typical for the UK. I actually had to search for my jacket this morning

After no EOD entries on Friday (although HR did just sneak in a bit late) let’s see if we fared any better today.

Up first, we have Ben from the CSC:

It’s been a steady day in the call centre today with over 700 calls answered by 3pm. We recently lowered our target call answer time to eight minutes and I’m happy to say that every single one of our calls was answered within this time. We have a few new starters with us today on the tech teams – Srini, Chris and Ryan. Say hello and be nice if you speak to one of them!

Team A have been on shift since 7am and here are our top five issues for inbound calls today:

1. Fault updates
As ever, our faults team make a lot of outbound calls when customers need an update on outstanding faults. If customers miss these calls then we always ask for a call back, making this our number one cause for today.

2. Router setups
Again, it’s no surprise to see this in our top five. We send our routers out with full instructions but often customers need a helping hand to remove old dial up networking connections or correct IP settings on their computers.

3. New faults
There’s been a standard mix of fault reports today to keep our resident faults team busy. As there have been no major service outages, each one will be individually tested before being raised to our suppliers.

4. Email setup
Customers always take advantage of our free email accounts and often need a little help getting these set up, from username / password confirmation up to creation of new mailboxes and setup on a computer.

5. Provisioning updates
We always work as fast as we can to place new orders and customers can check their progress online. However, new customers often give us a call if they have no access or if they have received their router early.

Matt from Comms up next:

Today we established Bob’s theme song. It is Israel’s Son, by Silverchair (you know, that pubescent Australian Nirvana clone band.) 

We also did some work. There’s been more newsletter action, a few problems picked up, a lot of forum action from the well missed Mr Bailey and some despairing groans from Mr Jackson as he got told he had to redraft the newsletter again. Poor sausage. 

We’ve also done a few change control posts, and Bob has worked some kind of evil technomagic on the Plusnet twitter account which now means we’re following about half a million people. Which is nice. 

Aside from that it’s just been your regular Monday, but with lunch provided by Greggs – the pot noodle of ready-to-eat food shops. 

All opinions expressed in this post are my own, and should not reflect on those of Plusnet. 

Check out our latest cartoonage at http://teh-r0×0rz.co.uk/?p=85 - now with a daily dose of condensed tweety goodness. 

Andy from Web Dev updates us today… although, he posted saying the deadline at 1715 and it’s now 1723 when he got round to posting this:

17:15 eh… who came up with that?

Hello from the web team desk!

It’s been a miserable and damp day here in Sheffield, after such a lovely weeks weather it’s a bit of a letdown. As i write this it looks to be brightening up a bit outside, so at least I’ve missed the worst of it!

It’s been a bit of a busy one, I’ve been working on the Home Phone Refresh work for most of the day, along with Sam.

Apparently Colin has done ‘hardly anything he had planned to do’ – I presume he’ll explain more about this himself. (Ed: Nope, just that I had planned to do a few things today, and seem to have been distracted by helping other people!)

Dan tells me that he’s been working on ‘Hard Retentions’ (as opposed to last weeks ‘Easy Retentions’)

Finally Nick’s been working on the Community Support Library and testing bits and bobs for his colleagues. Like myself he’s very pleased to see the weather clearing up!

Right, home time.

Colin

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This entry was posted by Colin Ogilvie on Monday, April 27th, 2009 at 5:25 pm and is tagged with and is posted in the category EOD. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.